Senior Email / CRM Manager

About the position Mixbook is seeking an experienced, strategic, and highly collaborative Senior Email / CRM Manager to own and scale our lifecycle and retention marketing strategy end-to-end. This role will be the single-threaded owner of CRM-driven growth across email, push notifications, SMS, Direct Mail and other lifecycle channels, with responsibility for driving engagement, retention, and customer lifetime value across the full customer journey. Reporting into the VP of Growth Marketing, this role will play a critical part in accelerating Mixbook’s growth by ensuring our customer communications are timely, relevant, and personalized. This is a highly hands-on, data-driven role focused on automation, experimentation, optimization, and measurable impact. The Senior Email / CRM Manager will partner closely with Data Science, Product, Creative, Customer Happiness, and Growth Marketing to deliver best-in-class lifecycle experiences.

Responsibilities

• CRM & Lifecycle Strategy
• Define and own Mixbook’s CRM strategy across onboarding, lifecycle, transactional, reactivation, and loyalty programs.
• Establish segmentation, targeting, and personalization frameworks to maximize engagement, retention, and LTV.
• Expand CRM beyond email into SMS, push notifications, and direct mail as needed.
• Ensure CRM programs directly contribute to retention growth and LTV improvement.
• Partner with Growth and Email Marketing manager to align lifecycle programs with promotional strategies and seasonal campaigns.
• Campaign Leadership & Execution
• Plan and execute automated and ad-hoc CRM campaigns that are on-brand, timely, and effective.
• Lead efforts to streamline customer communications across touchpoints, minimizing overlap and message fatigue.
• Collaborate closely with the Email Marketing manager to ensure lifecycle and promotional campaigns are coordinated and aligned on audience strategy.
• Marketing Automation & Technical Ownership
• Serve as the subject-matter expert and owner of Mixbook’s ESP and CRM platforms (Iterable, SendGrid, or equivalent).
• Own the ESP roadmap, partnering with Product, Engineering, and Data to enhance integrations, workflows, and automation capabilities.
• Build and maintain automated journeys, trigger-based campaigns, and segmentation frameworks.
• Implement A/B and multivariate testing across content, subject lines, design, timing, and frequency.
• Establish a structured testing roadmap to drive continuous learning and performance improvement.
• Manage CRM data hygiene and integrations across the marketing tech stack.
• Ensure compliance with CAN-SPAM and GDPR while maintaining strong deliverability and sender reputation.
• Analytics, Reporting & Optimization
• Build dashboards and reporting to track CRM performance across engagement, conversion, retention, and revenue contribution.
• Translate performance data into clear insights and actionable recommendations.
• Proactively identify optimization opportunities across lifecycle touchpoints.
• Partner with Data Science to refine attribution and quantify CRM’s impact on growth metrics.
• Cross-Functional Collaboration
• Act as the primary CRM stakeholder for cross-functional initiatives, ensuring lifecycle programs support product launches, promotions, and seasonal moments.
• Partner with Customer Happiness to ensure alignment between service touchpoints and CRM communications.
• Collaborate with Product and Data teams to support experimentation, personalization, and measurement initiatives.
• Vendor & Platform Management
• Manage relationships with ESP, CRM, deliverability, and automation vendors.
• Evaluate new tools and technologies to enhance scalability, automation, and reporting efficiency.
• Recommend and implement platform enhancements that improve CRM performance and operational efficiency.

Requirements

• Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.
• 8+ years of experience in CRM or email marketing, ideally within eCommerce or DTC environments.
• Proven success defining CRM strategy and owning automation frameworks that improve retention, LTV, and margin contribution.
• Hands-on experience with ESP / CRM platforms such as Iterable, SendGrid, or similar.
• Experience managing ESP capabilities and roadmap in partnership with Product and Engineering teams.
• Strong technical proficiency with HTML/CSS for email editing and QA.
• Deep experience with segmentation, personalization, and A/B testing frameworks.
• Strong analytical skills with the ability to translate data into insights and optimizations.
• Excellent communication, presentation, and project management skills.
• Comfortable operating in a fast-paced, test-and-learn environment with high ownership and autonomy.

Nice-to-haves

• Experience with SMS, push notifications, and/or direct mail is a plus.

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